The use of an 8D report can help organizations easily track the status of customer complaints. This type of report is named after the eight disciplines (or steps) that must be taken when managing a customer claim....

Lately, I've felt like Howard Beale, the character in the 1976 movie “Network,” who has gone over the edge. I’ve been exposed to so much mediocre service quality, I’m at the brink of screaming one of Beale’s most famous lines in the movie....

Beyond providing quality products and services, organizations must gain trust by engaging customers on social media and cultivating trust agents. An organization can no longer ignore customer complaints because customers are just one Google search away fr...

The relationship between business performance and internal service quality is well documented, as are changes in internal service levels over time and the impact of outsourcing on internal service quality....

Some years ago, I was presented the bill at a restaurant. In addition to the itemized list of charges, the little billfold contained a customer comment card. “Wow,” I thought, “what a great idea. This place is really on the ball.”...

Customer experience has become the mantra of senior management looking to enhance revenue and margins. In fact, more companies are trying to differentiate themselves not only on product quality but also on total customer experience....

Business growth depends on improving customer loyalty behavior. Companies with higher customer loyalty usually experience faster business growth than companies with lower customer loyalty, research has shown....

The purpose in sharing this story is to publicize a growing
gap in quality-system coverage caused by outsourcing and to share some of the challenges of fixing it. The story is true. The names have been changed to protect the innocent....

﻿Improvement projects often focus on a problem, its measurement, analysis, and eventual solution, but fail to consider how improvements will be permanently integrated into the daily routine. Resistance is a natural response to change, but it can be...

﻿Connecting emotionally with customers requires an organization to create a total customer experience that differentiates the organization from the competition. This is important because customers’ overall experiences with the organization and the...

Choosing which attributes to improve from customer survey data maximizes the use of resources and increases the chances of positive returns on your efforts. The Kruskal-Wallis one-way analysis of variance by ranks helps focus attention on what needs...

This article is from the book The Power of Management Capital, available through Quality Press, item number P1026. Copyright restrictions do not allow its individual sale or its placement on My ASQ....

Quality professionals and senior management have a serious communication problem. To get around the Fix it. Dont bother me with the details mindset of management, quality professionals need to align what they do with whats...